Senior IT Support Technician

Leonardo DRS, Inc.•Fort Walton Beach, FL

43d•Onsite

About The Position

The Senior IT Support Technician helps to support and maintain in-house computer systems, desktops, and peripherals. This includes installing, diagnosing, repairing, maintaining, and upgrading all hardware and equipment while ensuring optimal workstation performance. Troubleshoot problem areas in a timely and accurate fashion and provide end user training and assistance where required. This role is located in Fort Walton Beach, FL - onsite 5x/week

Requirements

Associate’s degree in business administration, management information systems, mathematics, information technology, computer sciences, a related field, or equivalent experience
Education or knowledge of the principles, methods, and techniques used in troubleshooting and support
Understanding of principles, methods, and techniques used in all phases of installation, administration and maintenance of IT and business systems and Commercial Off-the-shelf (COTS) applications
Experience with selection, planning and implementation for new IT and business systems
4 to 5 years of directly related experience in IT support
Strong verbal, written and interpersonal communication skills
Ability to work independently as well as cooperatively in a team-oriented environment
Ability to successfully interact with all levels of management, other IT professionals and end-users
Strong analytic and problem-solving skills
Is open and responsive to change and demonstrates a commitment to the process of continuous improvement by identifying and responding actively and with sensitivity to the needs of all customers

Nice To Haves

Expertise and/or certification (e.g., Network +, A+, etc.) is preferred for relevant systems

Responsibilities

Support and maintain in-house computer systems, desktops, and peripherals. This includes installing, diagnosing, repairing, maintaining, and upgrading all hardware and equipment while ensuring optimal workstation performance. Troubleshoot problem areas in a timely and accurate fashion, and provide end user training and assistance where required
Receive and respond to incoming calls, pages, and/or e-mails regarding PC and/or hardware problems
Evaluate, prioritize and respond to service requests with a resolution
Perform analysis and diagnosis of complex PC problems for end users, and recommend and implement solutions
Install, configure, test, maintain, monitor, and troubleshoot end user workstation software/hardware, networked peripheral devices, and networking software/hardware products
Develop and maintain an inventory of all IT assets including history of hardware failure, repair, installation and removal
Construct, install, and test customized configurations based on various platforms and operating systems
Responsible for proactively managing desktop environment by analyzing and correcting issues as identified, and regularly reporting critical metrics and issues to management
Recommend, schedule, and perform PC, hardware and peripheral equipment improvements, upgrades, and repairs.
Work with end users to identify and deliver required PC service level
Perform periodic system maintenance
Place and escalate vendor service calls when necessary to resolve hardware or software failures
Conduct research on computer products in support of PC procurement and development efforts. Evaluate and recommend products for purchase
Write technical specifications for purchase of PCs, networking hardware and related products
Maintain up-to-date knowledge of hardware and equipment contracts and supervise contract-based installations.
Support development and implementation of new computer projects and new hardware installations
Assist in preparing, maintaining, and enforcing procedures for logging, reporting, and statistically monitoring PC performance
Aid in development of business continuity and disaster recovery plans, maintain current knowledge of plan executables, and respond to crises in accordance with business continuity and disaster recovery plans
Coordinate with end users and technical staff to implement and maintain systems that utilize industry best practices to meet business objectives, while maintaining the security and integrity of the data, system and network
Develop project plans, provide direction and coordinate project activities associated with the installation, evaluation, implementation, and maintenance of business solutions and when required, manage a small project team to implement chosen solutions that require Information Technology expertise
Review and monitor the progress of projects to ensure accuracy and timeliness and provide periodic reports to management
Provide functional direction and technical expertise to less experienced personnel
Prepare, coordinate and support user training and documentation and provide technical assistance for post-implementation support issues
Provide service desk and technical support to users
Devise solutions to system-related problems and issues through coordination with users, other system analysts or engineers to assess and identify probable conflicts and investigate diverse data elements and sources
Work with management to define appropriate standards, policies, procedures, software tool sets, and supporting peripherals to facilitate the management, accountability, functionality, and security of systems
Provide ongoing trend analysis for determining current needs and future resource requirements
Support, communicate, reinforce and defend the mission, values and culture of the organization
Maintain timely and accurate helpdesk records using the ticket management system
Assist with the detailed project planning efforts on larger projects, and may act as a project manager on smaller efforts
May review proposals, including gathering facts, analyzing data and preparing project overview to compare alternatives
Provide technical input to the development of Information Technology project planning
Update job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations
Show initiative in constantly reassessing business requirements and make suggestions that proactively address changing business needs
Protect organization's value by preserving the confidentiality of information